Complaints Procedure
1 Introduction
1.1 Policy statement
The purpose of this document is to ensure all staff at St Anthony’s Health Centre understand that all patients have a right to have their complaint acknowledged and investigated properly. This organisation takes complaints seriously and ensures that they are investigated in an unbiased, transparent, non-judgemental, and timely manner.
The organisation will maintain communication with the complainant (or their representative) throughout, ensuring they know the complaint is being taken seriously.
In accordance with Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (Regulation 16), all staff at St Anthony’s Health Centre must fully understand the complaints process. Additionally, the BMA has released guidance titled: Responding to concerns: a guide for doctors who manage staff.
1.2 Status
The organisation will aim to design and implement policies and procedures that meet the diverse needs of our service and workforce, ensuring that none are placed at a disadvantage over others, in accordance with the Equality Act 2010. Consideration has been given to the impact this policy might have regarding the individual protected characteristics of those to whom it applies.
This document and any procedures contained within it are non-contractual and may be modified or withdrawn at any time. For the avoidance of doubt, it does not form part of your contract of employment. Furthermore, this document applies to all employees of the organisation and other individuals performing functions in relation to the organisation such as agency workers, locums, and contractors.
2 Overview
2.1 Legislation and guidance
Every provider of NHS healthcare is required to have a complaints procedure. This process must detail how to complain about any aspect of NHS care, treatment, or service and this is a requirement that is written into the NHS Constitution.
This document follows those processes as established within the following:
2.2 Complaints management team
The responsible person, or complaints lead, is Aileen Parkins, Business Manager and she is responsible for ensuring compliance with the complaints regulations making sure action is taken because of the complaint.
The complaints manager is Aileen Parkins, Business Manager. She is responsible for managing all complaints procedures and must be readily identifiable to service users
Definition of a complaint versus a concern
NHS England defines that a concern is something that a service user is worried or nervous about and this can be resolved at the time the concern is raised whereas a complaint is a statement about something that is wrong or that the service user is dissatisfied with which requires a response.
It should be noted that a service user could be concerned about something and raise this matter, however, should it not be dealt with satisfactorily, then they may make a complaint about that concern.
2.3 Formal or informal?
There is no difference between a “formal” and an “informal” complaint. Both are expressions of dissatisfaction.
It is the responsibility of the complaints manager to consider whether the complaint is informal and therefore early resolution of an issue may be possible. If the complaints manager believes an issue can be resolved quickly then this organisation will aim to do this in around 10 working days and, with the agreement of the enquirer, we will categorise this as a concern and not a complaint.
However, if the enquirer is clear that they wish to formalise the complaint, then the organisation will follow this complaints policy in full.
2.4 Complaints information
St Anthony’s Health Centre has prominently displayed notices in the waiting room detailing the complaints process. In addition, the process is included on the organisation website and a complaints leaflet is also available from reception.
2.5 A duty of candour
The duty of candour is a general duty to be open and transparent with people receiving care at this organisation.
Both the statutory duty of candour and professional duty of candour have similar aims, to make sure that those providing care are open and transparent with the people using their services whether or not something has gone wrong.
Further information can be sought from the CQC GP Mythbuster 32: Duty of Candour and General Practice (regulation 20)
2.6 Parliamentary and Health Service Ombudsman (PHSO)
The Parliamentary and Health Service Ombudsman’s role is to make final decisions on complaints that have not been resolved locally by either the organisation or the Integrated Care Board (ICB). The Ombudsman will look at complaints when someone believes there has been injustice or hardship because an NHS provider has not acted properly or has given a poor service and not put things right.
The Ombudsman can recommend that organisations provide explanations, apologies, and financial remedies to service users and that they take action to improve services.
2.7 Complainant options
The complainant, or their representative, can complain about any aspect of care or treatment they have received at this organisation to this organisation via the complaints manager or directly to NHS England.
As of 1 July 2023, the patient (or their nominated representative) may now submit a complaint either to the ICB or to the organisation that has been commissioned by the NHS to provide a service.
While this was previously NHS England or the organisation, should a complainant have an ongoing complaint that was submitted to NHS England prior to 1 July 2023, they will receive a letter from explaining that their complaint will continue to be investigated by NHS England along with details of their case handler.
If NHS England receive a complaint on or after 1 July, the complainant will receive a letter advising that the ICB will be handling their complaint along with details of their case handler.
Information on how to make a complaint to North East and North Cumbria Integrated Care Board (ICB) can be sought from its webpage https://www.informationnow.org.uk/organisation/north-east-north-cumbria-integrated-care-board/
As complaints also come directly to this organisation, we have adopted a patient-focused approach to complaint handling.
Complaints are not escalated to an ICB following the organisation’s response. A Stage 1 complaint is made to either the organisation or to the ICB.
If dissatisfied with the response from either ICB or the organisation, then the complainant may wish to escalate their complaint to the PHSO. This process is as detailed within the Local Authority Social Services and National Health Service Complaints (England) Regulations (2009) where it states that there should be two stages of dealing with complaints.
See below image that further explains the route of any complaint:
Stage 1
The complainant may make a complaint to either the organisation or to North East and North Cumbria Integrated Care Board. This is classed as a local resolution
Stage 2
If dissatisfied with the initial Stage 1 response, the complainant may then escalate this to the Parliamentary and
Health Service Ombudsman (PHSO)
It should be noted that neither the organisation nor the ICB will investigate any complaint should this have been responded to by the other.
The complainant should be provided with a copy of the complaints leaflet at Annex C detailing the complaints process and they should be advised of the two-stage process.
2.8 Timescale
The time constraint for bringing a complaint is 12 months from the occurrence giving rise to the complaint or 12 months from the time that the complainant becomes aware of the matter about which they wish to complain.
If, however, there are good reasons for a complaint not being made within the timescale detailed above, consideration may be afforded to investigating the complaint if it is still feasible to investigate the complaint effectively and fairly.
Should any doubt arise, further guidance should be sought from North Cumbria Integrated Care Board by the Business Manager.
2.9 Responding to a concern
Should the complaints manager become aware that a patient, or the patient’s representative, wishes to discuss a concern, then this is deemed to be less formal and should be responded to as detailed below.
Points that should be considered are that:
- Should the patient be on the premises, then there will need to be a degree of interaction sooner than if it was a telephone call or email
- All facts need to be ascertained prior to any conversation
- Should the person be angry, contacting them too soon may inflame the situation further if they did not receive the outcome that they desired
- Consider any potential precedence that may be established, and will any future concern be expected to always be dealt with immediately should any response be given too soon
- Time management always needs to be considered
- Many of the concerns raised are not a true complaint, simply a point to note or a concern and this will still be investigated, and an answer ordinarily given within 10 working days. In doing this and with agreement with the enquirer, this would not need to be logged as a complaint as it can be dealt with as a concern.
2.10 Responding to a complaint
The complainant has a right to be regularly updated regarding the progress of their complaint. The complaints manager at St Anthony’s Health Centre will provide an initial response to acknowledge any complaint within three working days after the complaint is received.
All complaints are to be added to the complaints log in accordance with Section 2.29.
There are no timescales when considering a complaint, simply that it must be investigated thoroughly, and that the complainant should be kept up to date with the progress of their complaint
At St Anthony’s Health Centre, should any response not have been provided within six months, we will write to the complainant to explain the reasons for the delay and outline when they can expect to receive the response. At the same time, we will notify the complainant that they have a right to approach the PHSO without waiting for local resolution to be completed.
The MDU advises in its document titled How to respond to a complaint that a response or decision should be made within six months with regular updates during the investigation. If it extends beyond this time, then the complainant must be advised.
CQC GP Mythbuster 103 states the following:
- The tone of a response needs to be professional, measured and sympathetic
- Patient confidentiality should be considered and timescales agreed
- A complaint can be either written or verbal, practices cannot insist that complainants ‘put their complaints in writing’
- Verbal complaints (not resolved in 24 hours) should be written up by the provider. They should share this with the complainant to agree content
2.11 Meeting with the complainant
To support the complaints process, BMA guidance suggests that a meeting should be arranged between the complainant and the complaints lead.
Whilst not a CQC requirement, having a meeting is considered as being best practice due to there often being a more positive outcome.
2.12 Verbal complaints
If a patient wishes to complain verbally and should the patient be content for the person dealing with the complaint to deal with this matter and if appropriate to do so, then complaints should be managed at this level. After this conversation, the patient may suggest that no further action is needed.
Should this be the case, then the matter can be deemed to be closed.
Having this acknowledgement of the verbal complaint will be deemed as being sufficient and therefore the complaints manager does not need to subsequently respond in writing. However, the verbal complaint must be recorded in the complaints log to enable any trends to be identified and improvements to services made if applicable. The complaints manager should record notes of the discussion (for reference only) which may be used when discussing complaints at meetings.
Further information on logging complaints can be sought at Section 2.29.
Note a verbal complaint may simply be a concern. Should this be a less formal concern and, in agreement with the enquirer, then the process at Section 2.10 should be followed.
2.13 Written complaints
Although this is not the preferred option due to the timescales involved from both parties, it is the complainant’s choice, and they may either write or verbalise their concerns.
Therefore, they are not to be persuaded or dissuaded from putting it in writing and when a complaint is received, the response is to be as per Section 2.11.
2.14 Who can make a complaint?
A complaint may be made by the person who is affected by the action, or it may be made by a person acting on behalf of a patient in any case where that person:
- Is a child (an individual who has not attained the age of 18)
In the case of a child, this organisation must be satisfied that there are reasonable grounds for the complaint being made by a representative of the child and furthermore that the representative is making the complaint in the best interests of the child.
- Has died
In the case of a person who has died, the complainant must be the personal representative of the deceased. This organisation will require to be satisfied that the complainant is the personal representative.
Where appropriate, the organisation may request evidence to substantiate the complainant’s claim to have a right to the information.
- Has physical or mental incapacity
In the case of a person who is unable by reason of physical capacity or lacks capacity within the meaning of the Mental Capacity Act 2005 to make the complaint themselves, the organisation needs to be satisfied that the complaint is being made in the best interests of the person on whose behalf the complaint is made.
- Has given consent to a third party acting on their behalf
In the case of a third party pursuing a complaint on behalf of the person affected, the organisation will request the following information:
- Name and address of the person making the complaint
- Name and either date of birth or address of the affected person
- Contact details of the affected person so that they can be contacted for confirmation that they consent to the third party acting on their behalf
The above information will be documented in the file pertaining to this complaint and confirmation will be issued to both the person making the complaint and the person affected.
- Has delegated authority to act on their behalf, for example in the form of a registered Power of Attorney which must cover health affairs
- Is an MP, acting on behalf of and by instruction from a constituent
Should the complaints manager believe a representative does or did not have sufficient interest in the person’s welfare, or is not acting in their best interests, they will discuss the matter with either The Practice’s medico-legal defence or NHS Resolution to confirm prior to notifying the complainant in writing of any decision.
2.15 Complaints advocates
Details of how patients can complain and how to find independent NHS complaints advocates are detailed within the complaints leaflet at Annex C. Copied here for reference:
Who can help:
The following organisations are available to offer support to patients:
Independent Complaints Advocacy Service
Tel: 0808 802 3000 – free from landline and mobiles (national contact)
PALS (Patient Liaison Service
Tel: 0800 032 0202
Healthwatch Newcastle
Freephone: 0808 178 9282 between the hours of 10:00 – 16:00 Monday to Thursday
Independent advocacy services include:
POhWER a charity that helps people to be involved in decisions being made about their care Tel: 0300 456 2370
Advocacy People
Tel: 0330 440 9000 for advice or text 80800 starting message with PEOPLE
The Health Ombudsman may investigate further if a patient remains dissatisfied with the outcome of their complaint after receiving the practice final response.
The Health Service Ombudsman for England
11th Floor Millbank Tower
London
SW1P 4QP
Tel:0345 015 4033
2.16 Investigating complaints
This organisation will ensure that complaints are investigated effectively and in accordance with extant legislation and guidance. Furthermore, we will adhere to the following standards when addressing complaints:
- The complainant has a single point of contact in the organisation and is placed at the centre of the process. The nature of their complaint and the outcome they are seeking are established at the outset
- The complaint undergoes initial assessment, and any necessary immediate action is taken. A lead investigator is identified
- Investigations are thorough, where appropriate obtain independent evidence and opinion, and are carried out in accordance with local procedures, national guidance and within legal frameworks
- The investigator reviews, organises and evaluates the investigative findings
- The judgement reached by the decision maker is transparent, reasonable, and based on the evidence available
- The complaint documentation is accurate and complete. The investigation is formally recorded with the level of detail appropriate to the nature and seriousness of the complaint
- Both the complainant and those complained about are responded to adequately
- The investigation of the complaint is complete, impartial and fair
- The complainant should receive a full response or decision within six months following the initial complaint being made. If the complaint is still being investigated, then this would be deemed to be a reasonable explanation for a delay
2.17 Conflicts of interest
The complaints manager and/or investigating clinician must consider and declare whether there are any circumstances by which a reasonable person would consider that their ability to apply judgement or act as a clinical reviewer could be impaired or influenced by another interest that they may hold.
This could include, but not limited to having a close association, having trained, or appraised the person(s) being complained about, and/or being in a financial arrangement with them previously or currently.
Should such circumstances arise, the organisation should seek to appoint another member of the organisation as the responsible person with appropriate complaint management experience.
2.18 Final formal response to a complaint
A final response should only be issued to the complainant once the letter has been agreed by the Practice’s Medical Defence Union.
Following this, and upon completion of the investigation, a formal written response will be sent to the complainant and will include the following as detailed within NHS Resolution document titled Responding to complaints:
- Be professional, well thought out and sympathetic
- Deal fully with all the complainant’s complaints
- Include a factual chronology of events which sets out and describes every relevant consultation or telephone contact, referring to the clinical notes as required
- Set out what details are based on memory, contemporaneous notes or normal practice
- Explain any medical terminology in a way in which the complainant will understand
- Contain an apology, offer of treatment or other redress if something has gone wrong
- The response should also highlight what the organisation has done, or intends to do, to remedy the concerns identified to ensure that the problem does not happen again
- The response should inform the complainant that they may complain to the PHSO should they remain dissatisfied
Consideration must be given to the fact that the response is likely to be read by the complainant’s family and possibly legal advisers.
A full explanation and apology may assist in avoiding a claim. However, if a
patient subsequently brings a claim for compensation, the complaint file is likely to
be used in those proceedings so it is important that any response to a complaint is
clear and well explained and can be supported by evidence.
The full and final response should ordinarily be completed within six months, signed by the responsible person, although should it be likely that this will go beyond this timescale, the complaints manager will contact the complainant to update and give a projected completion timescale.
* Note, it is not a mandatory requirement to forward all complaint response letters to the defence union prior to sending to the complainant. This has simply been added to reduce any potential risk of litigation. Organisations may therefore wish to continue to forward only the most significant complaints to the defence union.
A template example of the final response letter can be found at Annex F.
2.19 Confidentiality in relation to complaints
Any complaint is investigated with the utmost confidence and all associated documentation will be held separately from the complainant’s medical records.
Complaint confidentiality will be maintained, ensuring only managers and staff who are involved in the investigation know the particulars of the complaint.
2.20 Persistent and unreasonable complaints
The management of persistent and unreasonable complaints at this organisation will follow that as detailed by North East and North Cumbria ICB.
2.21 Complaints citing legal action
Should any complaint be received and the content states that legal action has been sought then, prior to any response, consideration should be given to contacting the defence union for guidance.
- It is strongly suggested that should any organisation receive a complaint that highlights that legal action has been taken then they should be cautious
- By doing nothing with any complaint of this type, this could affect the outcome of a CQC assessment and/or the relationship with your ICB
- Should any complainant cite legal action that refers to an incident after 1 April 2019, contact NHS Resolution and they will assist under the Clinical Negligence Scheme for General Practice (CNSGP). Refer to the NHS Resolution Guidance for general practice document here
- It is strongly suggested that organisations make a record of everything involving the complaint
2.22 Multi-agency complaints
The Local Authority Social Services and NHS Complaints (England) Regulations 2009 state that organisations have a duty to co-operate in multi-agency complaints.
If a complaint is about more than one health or social care organisation, there should be a single co-ordinated response. Complaints managers from each organisation will need to determine which the lead organisation will be, and the lead organisation will then be responsible for co-ordinating the complaint, agreeing timescales with the complainant.
If a complaint becomes multi-agency, the organisation should seek the complainant’s consent to ask for a joint response. The final response should include this and, as with all complaints, any complaint can be made to the provider/commissioner but not both.
2.23 Complaints involving external staff
Should a complaint be received about a member of another organisation’s staff, then this is to be brought to the attention of their complaints manager at the earliest opportunity. The complaints manager will then liaise with the other organisation’s manager.
2.24 Complaints involving locum staff
St Anthony’s Health Centre will ensure that all locum staff, be it GPs, nurses, or administrative staff, are aware of both the complaints process and that they will be expected to partake in any subsequent investigation, even if they have left the organisation (keeping in mind the 12-month time frame to complain).
Locum staff must receive assurance that they will be treated equally and that the process will not differ between locum staff, salaried staff, or partners.
2.25 Significant events
When a complaint is raised, it may prompt other considerations, such as a significant event (SE). SEs help to determine the root cause of an event .
It is advised that the complainant, their carers and/or family are involved in the SE process. This helps to demonstrate to the complainant that the issue is being taken seriously and investigated by St Anthony’s Health Centre.
2.26 Fitness to practise
When a complaint is raised, consideration may need to be given to whether the complaint merits a fitness to practise referral and advice may need to be sought from the relevant governing body.
ST Anthony’s partners will be responsible for firstly discussing the complaint with the clinician involved prior to seeking any guidance from the relevant governing body if applicable.
2.27 Staff rights to escalate to the PHSO
It should be noted that any staff who are being complained about can also take the case to the PHSO. An example may be that they are not satisfied with a response given on their behalf by a commissioning body.
2.28 Private practices and the PHSO
Independent doctors are unable to use the PHSO as they have no legal requirement to have an appeals mechanism.
As it is good practice to provide independent adjudication on any complaint, therefore using a service such as Independent Sector Complaints Adjudication Service (ISCAS) should be considered.
2.29 Logging and retaining complaints
All organisations will need to log their complaints and retain as per the Records Retention Schedule. Evidence required includes:
- Logging, updating, and tracking for trends and considerations
- Details of all dates of acknowledgement, holding and final response letters and the timely completion of all correspondence relating to the complaint
- Compliance with the complaints in the categories that are required to complete the annual KO14b submission to NHS Digital
This data is submitted by the Business Manager to NHS ENGLAND within the KO14b complaints report annually and then published by NHS Digital. Any reporting period covers the period from 1 April until 31 March.
3 Use of complaints as part of the revalidation process
3.1 Outlined processes
As part of the revalidation process, GPs must declare and reflect on any formal complaints about them in tandem with any complaints received outside of formal complaint procedures at their appraisal for revalidation. These complaints may provide useful learning.
The Royal College of General Practitioners (RCGP) has produced appraisal guidance for this purpose.
Nurses may also wish to use information about complaints as part of their NMC revalidation. This feedback can contribute towards submissions about organisation related feedback, and it can also be part of a written reflective account. Likewise, pharmacists and other healthcare professionals may wish to consider using complaints and their management as part of their revalidation process.
The General Pharmaceutical Council (GPhC) revalidation process can be sought here and information relating to the Healthcare Professionals Council (HCPC) revalidation process can be found here.
4 CQC regulatory complaint assessment during inspection
4.1 Overview
The CQC will inspect the organisation to ensure it is safe, effective, responsive, caring and well-led under the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (Regulation 16) and expect all staff to fully understand the complaints process.
When assessing complaints management, the CQC will seek to be satisfied of the following, as directed within the GP Mythbuster 103 – Complaints management:
- People feel comfortable, confident and are encouraged to make a complaint and speak up
- The process is easy to use so people understand how to make a complaint or raise concerns
- The practice offers help and support where necessary, using accessible information
- The complaints process involves all parties named or involved in the complaint and they have an opportunity to be involved in the response
- The complaints are handled effectively, including:
- Ensuring openness and transparency
- Confidentiality
- Regular updates for the complainant
- A timely response and explanation of the outcome
- A formal record
- Systems and processes protect people from discrimination, harassment or disadvantage
- Complaints are monitored to assess trends that are used for learning and shared with the wider team or externally as appropriate to make changes and drive continuous improvement.
The complaints manager will advise the complaints procedure to the complainant or their representative. In many cases, a prompt response and, if the complaint is upheld, an explanation and an apology will suffice and will prevent the complaint from escalating (an apology does not constitute an admission of organisational weakness).
5 Further information
Further relevant information is available within both:
6 Summary
The care and treatment delivered by St Anthony’s Health Centre are done so with due diligence and in accordance with current guidelines. However, it is acknowledged that sometimes things can go wrong.
By having an effective complaints process in place, this organisation can investigate and resolve complaints in a timely manner, achieving the desired outcome for service users whilst also identifying lessons learned and ultimately improving service delivery.
Annex A – Acknowledgement of a complaint letter (example)
[Organisation]
[Address]
[Complainant’s name]
[Complainant’s address]
[Date]
Reference [Enter]
Dear [name],
Acknowledgment of complaint
Thank you for your letter [dated] regarding your complaint. We are sorry that you have felt that the standard of service at [insert organisation name] warranted your complaint. Please be advised that, whilst complaints are infrequent, when received we will thoroughly investigate and will always manage these in line with the NHS contract.
Our promise to you includes that we will:
- Keep you [or your advocate] up to date with the progress of your complaint
- We will attempt to investigate and provide a detailed response as quickly as possible. Some complaints may take longer than others, so we do not want to offer any specific timescale. However, throughout the investigation, this organisation will keep you up to date with the progress and this can be by telephone, email or letter and will be as agreed with you
- You [or your advocate] can expect to receive a quality response
- Should there be any learning outcome, you [or your advocate] will be provided with what actions have been taken to prevent any future recurrence
We are aware that you would wish for a response as soon as possible and we will endeavour to conduct a full and thorough investigation in the shortest period possible.
Please find enclosed a copy of the Complaints Leaflet. This details what you should expect, a list of advocacy services should you need any support and what to do should you not be content with the findings of this complaint.
Yours sincerely,
[Signed]
[Name]
[Role]
Enc: Complaints Leaflet
Annex B – Final response to a complaint letter (example)
[Organisation]
[Address]
[Complainant’s name]
[Complainant’s address]
[Date]
Reference [Enter]
Dear [name],
Final response to complaint
Further to my letter dated [enter], please see below the findings following a full investigation into your complaint dated [insert].
[Detail, although the response is to include the following as per section 2.19]
- Be professional, well thought out and sympathetic
- Deal fully with all the complainant’s complaints
- Include a factual chronology of events which sets out and describes every relevant consultation or telephone contact, referring to the clinical notes as required
- Set out what details are based on memory, contemporaneous notes or normal practice
- Explain any medical terminology in a way in which the complainant will understand
- Contain an apology, offer of treatment or other redress if something has gone wrong. The response should also highlight what the organisation has done, or intends to do, to remedy the concerns identified to ensure that the problem does not happen again.
Please be advised that this is the final response. Should you remain dissatisfied with the findings of this investigation, then you may further complain online or in writing to the Parliamentary and Health Service Ombudsman (PHSO) at either:
| Milbank Tower Millbank LONDON SW1P 4QP | Citygate Mosley Street MANCHESTER M2 3HQ |
The PHSO may be contacted via telephone on 0345 015 4033 Further details on how to make a complaint to PHSO can be sought at www.ombudsman.org.uk.
Yours sincerely,
[Signed]
[Name]
[Role]
Annex C
ST ANTHONY`S HEALTH CENTRE
PATIENT LEAFLET ON COMPLAINTS
This leaflet explains what to do if you are unhappy about any aspect of the service you have received here. We are committed to looking into any problems you have experienced and will try to put matters right.
You should let the receptionist know if you wish to complain about something,
or you can telephone or write to the practice manager.
The complaints manager is Aileen Parkins
If you choose to speak to one of the receptionists, they will give you the opportunity to complete a complaints form. See page 3.
If the complaint is on behalf of someone else, you will need to get the consent of the person involved to act on their behalf. See page 5.
The complaints manager will contact you to discuss the complaint within two working days. They will guide you through the practice complaints procedure and agree an investigation plan.
If you require any external help or advice making your complaint you can contact your local Independent Complaints Advocacy Service (ICAS):
North East NHS ICA
Unit 312, DBH Gateshead
Aidan House
Sunderland Road
Gateshead
NE8 3HU
Tel: 0808 802 3000
ICAS provides independent advocacy to people making complaints under the NHS complaints procedure.
Healthwatch Newcastle: can help to find an independent complaints advocacy services in the area.
www.healthwatchnewcastle.org.uk
Call Freephone: 0808 178 9282 between the hours of 10:00 – 16:00 Monday to Thursday
Or Text: 0755 105 2751
Post: Freepost Healthwatch Newcastle, c/o Tell Us North CIC
Suite E11 E Floor
Milburn House
19 Dean Street
Newcastle upon Tyne
NE1 1LE
Email: info@healthwatchnewcastle.org.uk
Independent advocacy services include:
- POhWER – a charity that helps people to be involved in decisions being made about their care and can be contacted on 0300 456 2370
- Advocacy People – gives advocacy support. Call 0330 440 9000 for advice or text 80800 starting message with PEOPLE
Once we have investigated:
We will write to you when we have investigated the complaint, and we will either arrange a meeting with you to share with you the details of our findings or we provide you with full written details, depending on how you have instructed us.
You can bring a friend or relative with you at any time during our handling of your complaint.
We promise to listen to your concerns and try to provide an explanation for what has happened, or if appropriate, what we can do to put things right.
At the end of the complaints process we hope you will feel happy that your concerns have been answered.
However, if this is not the case, and you wish to take your complaint further,
you can put your complaint to the Parliamentary and Health Services Ombudsman.
The Ombudsman can carry out independent investigations into complaints about poor treatment or service provided through the NHS in England, The Ombudsman’s services are free.
Contact details for the Parliamentary and Health Services Ombudsman
Telephone: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk.
Or you can write to them at:
The Parliamentary and Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP
Further information about the Ombudsman can be found on www.ombudsman.org.uk
Annex D
St Anthony’s Health Centre
Patient Complaint Form
Complainant’s Details
| Name | |
| Address | |
| Telephone No. | |
| Date of Birth |
Patient’s Details (where different from above)
| Name | |
| Address | |
| Telephone No. | |
| Date of Birth |
Complaint against
| Name | |
| Job Title |
Details of Complaint
| Date of incident | |
| Time of incident | |
| Place of incident | |
| Names of any Staff present |
| Complainant’s Signature | |
| Date |
Full description of events (ie facts and other circumstances giving rise to your complaint)
_______________________________________________________________________________________________________________________
________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
____________________________________________________________________________________________________________________________________________________________________________________
____________________________________________________________________________________________________________________________________________________________________________________
____________________________________________________________
FOR PRACTICE USE ONLY
Date Received _______________________
Received by _______________________
NB: IF CONSENT IS REQUIRED PATIENT MUST COMPLETE AUTHORISATION FORM
ST ANTHONY’S HEALTH CENTRE
PATIENT AUTHORISATION FORM – COMPLAINTS
Section A – Patient details
| Surname | Forename(s) | ||
| Address | |||
| Postcode | |||
| Date of Birth | GP | ||
| GP Address | |||
| Postcode | |||
Section B – Authorisation (to be completed as appropriate)
To be completed by the person named in Section A and the nominated person acting on that person’s behalf.
I, ______________________________________________________
certify that I am the person named in Section A. I hereby give consent for _____________________________________ (Name of nominated
person) to make a complaint on my behalf. I understand that this will
involve information from my health records being disclosed.
Signed: …………………………………………. date: ………………………
For the nominated person
I (insert name in BLOCK capitals) ______________________________
Have consent from the person detailed in Section A to act on their behalf.
Signed: …………………………………………. date: ………………………
To be completed by person’s next of kin/personal representative/executor
I (insert name in BLOCK capitals) ___________________________________ confirm that I am making a
complaint on behalf of the person named in Section A, because:
- The person is under the age of 16.
- I am the next of kin/representative/executor of the deceased person named in Section A.*
- I have relevant nominated Power of Attorney for the person in Section A.*
(Please tick as appropriate)
Signed: …………………………………………
Date: ………………………….
* Please supply copy Grant of Representation (as issued by the Probate Registry) or power of attorney as appropriate
Please complete and return this form to:
Aileen Parkins
Complaints Manager
St Anthony’s Health Centre
Walker
Newcastle upon Tyne
NE6 2NN